..., including employee and customer engagement, FLE vulnerability, customer mistreatment, service teamwork and service encounters; provide instructions on effectively conducting meta-analyses and discuss the practical applications of FLE research. This paper also provides future directions for FLE scholarship...

...Yu Wu; Markus Groth; Kaixin Zhang; Amirali Minbashian Purpose Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review...